September 09, 2025
RingCentral Acquires CommunityWFM to Advance Contact Center AI
RingCentral has announced its acquisition of CommunityWFM, a cloud-based, AI-first workforce management software provider for contact centres. This move enhances RingCentral’s RingCX platform by integrating advanced workforce management (WFM) capabilities designed to streamline operations and improve the overall agent experience.
The demand for AI-driven workforce management solutions has been steadily increasing, as organisations seek more effective ways to balance staffing needs, employee preferences, and customer expectations.
“Adding AI Workforce Management to our portfolio allows us to extend our AI-first innovation to a complete portfolio of AI-based products—starting from agentic AI assistance, to real time guidance, quality management, analytics, and now AI-powered workforce management,” said Kira Makagon, President & COO, RingCentral.
CommunityWFM specialises in employee optimisation and real-time adherence management, two critical areas for businesses operating in today’s hybrid work environments and under increasingly complex regulatory frameworks. Its AI-driven forecasting and scheduling capabilities allow managers to make informed, data-backed staffing decisions while giving agents greater control over their work schedules. Features such as automated shift preference management and mobile-enabled schedule adjustments provide flexibility that benefits both employees and employers.
With CommunityWFM now part of the RingCX ecosystem, RingCentral customers will gain access to an integrated set of WFM tools that align closely with the platform’s existing analytics and automation features. Organisations will be able to leverage AI-powered forecasting, automated intraday adjustments, real-time adherence monitoring, and a user-friendly agent portal for schedule management and shift requests. Together, these innovations help improve agent engagement, reduce operational inefficiencies, and ultimately deliver better customer experiences.
